Salesforce is a globally renowned software provider that helps many companies achieve success with its outstanding products. The software manufacturer's offering is continuously growing and now encompasses numerous areas where the software can be utilized. Two of these tools focus on customer service:
Service Cloud and Field Service Cloud
In this article, we provide an overview of two tools that assist organizations in ensuring a positive customer experience while simultaneously reducing the effort required for it.
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The Service Cloud is specifically designed for customer service. The increasing pressure from the growing influx of online inquiries and rising service expectations can be a challenge for businesses. This cloud solution makes it easier to handle. The product provides a 360-degree view of your customers by centralizing customer data, interactions, and history in one place.
By consolidating data and continuously improving AI features, high-level personalization and automation are possible, making your customers happy returners.
Let's take a look at the software's features to understand what it can do.
The program allows employees to communicate across multiple channels and provide excellent service seamlessly switching between channels without losing context.
The software includes Case Management, revolving around the process of recording, handling, and resolving customer inquiries or issues, organizing and managing customer cases.
This means with Salesforce, it's possible to quickly and reliably track, prioritize, and effectively resolve customer support cases.
Einstein AI further enhances efficiency in customer service with features like Einstein Case Classification, automatically categorizing and prioritizing cases. Einstein Next Best Action provides agents with optimal action recommendations. Einstein Bots handle simple inquiries autonomously, collecting preliminary information.
Einstein Article Recommendations suggest relevant knowledge articles to employees to expedite problem-solving.
These intelligent features ease employee work by automating routine tasks and aiding decision-making.
In addition to support inquiries, leads, potential new customers, similar to cases, can be automatically routed to specific employees based on factors like qualification and availability. Responsible management can also access a complete overview of the routing and workforce activities.
Automation can be further enhanced through workflow and approval processes, facilitated by artificial intelligence (AI) and drag-and-drop functionality.
The cloud solution also integrates a knowledge database, a central repository for storing and managing solution articles, FAQs, and documentation to support agents and self-service portals.
With asset and order management, customer data such as assets, order history, and support history can be seamlessly tracked.
With Salesforce AppExchange, the marketplace for business solutions and components, embedding customer support software into applications is possible. These products typically aim to enhance business processes by adding additional features to existing systems.
Additionally, the cloud software comes with features for customer care in social media, helping employees quickly respond to customer inquiries and requests across social media platforms like Instagram, Facebook, and Twitter.
Custom reports and dashboards provide a 360-degree view of customers. By presenting relevant data during contact, employees can make more informed decisions during communication.
The primary use case for Service Cloud lies in case management, particularly in handling customer inquiries and managing support tickets. The challenges faced by support teams, contact centers, and IT departments vary greatly daily, making Salesforce partners play a crucial role in advising and supporting through the implementation process.
Especially during the introduction of new products or in the case of exponential company growth, a surge of inquiries can overwhelm case management. Instead of hiring more personnel, which can be difficult to find and expensive, implementing the Service Cloud in the company could be a sensible alternative. Automation, deployment of Einstein AI, and access to knowledge articles help employees solve cases more efficiently and reduce their workload.
Furthermore, self-service as a support option is highly popular as it reduces the number of tickets and allows users to find answers independently. This can be further supported by integrating the Community Cloud, enabling even more effective resolution of inquiries. This allows service employees to focus on more challenging cases.
If you have field personnel, Field Service software is an excellent solution to digitize and improve your services.
Field Service Management or Salesforce Field Service is a system for automating and optimizing the deployment of employees (e.g., dispatchers or mobile technicians) in the field. The quality of employee services at the customer's location is one of the most crucial factors for customer satisfaction. The cloud solution focusing on customer support helps you maintain this quality.
The suite operates similarly to Service Cloud but additionally offers valuable features for field personnel deployment at on-site appointments. Companies are equipped with the necessary tools to manage, plan, and efficiently deploy their employees.
Let's take a detailed look at how the software works and the benefits it provides.
With Salesforce Field Service, you are provided with several useful tools to improve your chances of making your customers happy. A satisfied customer gives your company good ratings and recommends it to others. To achieve this, you get the Field Management and Dispatcher Consoles for efficient order management, as well as a mobile application for your field employees.
These contain numerous features and benefits to support your organization in its daily operations:
Automation, Management, and Tracking
Salesforce's advanced planning tools enable the optimal deployment of field technicians. It's possible to automate field service scheduling. Additionally, automatic work orders can be set up through predictive maintenance.
Automatically answering product inquiries and inventory management further relieve your employees, while computer-generated service report generation streamlines the execution process and reduces human errors.
Moreover, you can divide regions into service areas to efficiently manage deployment locations.
Resource Management
With the cloud solution, you gain better control over your company's resources and can streamline the transfer of products or materials between locations.
Additionally, the program manages inventory records and allows monitoring of stock and inventory in vehicles, ensuring that technicians are always equipped with everything necessary to execute their tasks optimally.
Management and Tracking of Work Orders
The advanced planning tools ensure that the right field technician is dispatched to the right job at the right time, taking factors such as skills, location, and availability into account.
Customer Contact and Management
The software enables technicians and dispatchers to directly contact customers through multiple channels at any time. Additionally, the customer receives notifications in case of unexpected delays.
Field technicians themselves have access to a mobile application providing them with the information and tools needed for effective job completion. This includes access to customer data, inventory management, and the ability to capture customer signatures.
Transparency
A feature for employee visibility provides transparency. Both customers and the service team have the ability to track and receive real-time updates, facilitating seamless coordination of operations and increasing customer satisfaction.
A concrete example of the application of Salesforce Field Service Cloud is the management of maintenance and repairs at a large manufacturer of heating, ventilation, and air conditioning (HVAC) systems.
With several hundred field service employees, the company faced various challenges in field service management, including inefficient scheduling, inadequate visibility of customer data and inventory, and poor communication between technicians and headquarters.
Salesforce Field Service Cloud enabled the company to implement dynamic scheduling, automatically assigning technicians to suitable jobs based on their location, availability, and qualifications. The route optimization feature also minimized travel times and costs.
All relevant information such as customer details, contract information, service history, and current inventory of spare parts were centralized. The efficiency and responsiveness of technicians were significantly increased as they could access all necessary information in real-time via mobile devices.
Technicians were provided with a mobile application allowing them to create service reports on-site, collect customer signatures, record working hours, and receive immediate updates about their next job.
Customers received automatic notifications about the status of their service requests and the estimated arrival time of technicians. This improved customer satisfaction and loyalty as communication became more transparent and reliable.
Thus, by implementing Salesforce Field Service Cloud, the company was able to significantly optimize its field service processes and increase both efficiency and customer satisfaction.
Salesforce offers two specialized platforms, Service Cloud and Field Service Cloud, designed to assist businesses in managing customer service processes both in-office and in the field.
Salesforce Service Cloud is a comprehensive customer service and support solution that enables companies to provide consistently intelligent, predictive, and personalized customer support.
Salesforce Field Service Cloud extends Salesforce's service capabilities to the field by providing tools for real-time management of work orders, personnel, and resources.
Both cloud solutions are designed to increase customer satisfaction by enabling fast, efficient, and personalized service. Service Cloud focuses on internal processes and remote customer interaction management, while Field Service Cloud is specifically tailored to the challenges and needs of mobile field service. By integrating these tools into the Salesforce platform, companies can gain a 360-degree view of their customers and optimize every aspect of customer service, from initial contact to on-site issue resolution.
Email Sebastian Küstermann: skuestermann@kkvision.de
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